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Training: Customer Relationship Management

You are working with your team leads to create the project schedule. You are very concerned about the intersections between the teams, so you all are starting with the major milestones, working backward from the new product launch.

Sales of the new product are going to start in nine months and the new CRM system needs to be in place six weeks prior to that so the sales force can get their customer and prospect information entered in time for the big marketing mailing going out three weeks prior to the product being available. You have one team working on the marketing program (and the mailing is just one of their deliverables); this team is being led by Jennifer from marketing. You also have another team working on the CRM implementation, being led by Ben from IT. The two teams will intersect at the sales force trainingâ?"training on the new system, the new product, and the new marketing program. After talking with the sponsor and customers, it was determined that the training approach would be holistic; the marketing process would be taught using the new systemâ?"not two separate classes, but one integrated class. Instructors will come from both the IT and the marketing teams. You are unsure which team leader should be responsible for trainingâ?"it will depend upon the resources and dependencies.

Using the list of tasks below as a starting point, create a schedule by adding tasks, dependencies, efforts, and descriptions of the skills required to complete each task. Also determine the start and end dates based on the dependencies and effort. (Assume your resources have 50% availability to the project). The schedule should contain between thirty and sixty tasks/sub-tasks. Use Microsoft Project, Excel, Word, or any other appropriate tool to document your schedule. You will also need to define the team members you will need. For each team member you will need, create a bulleted list of skills/expertise he/she must have to complete the assigned tasks. For the effort, describe your rationale for your estimate.

Determine training objectives.
Create training outline (objectives, phases, topics, and content).
Define activities.
Create instructor guide.
Create participant materials.
Create activity guide.
Review training materials.
Conduct pilot training class/test training materials.
Deliver training to all of sales force.

Objective: Create a project plan which includes cost, scheduling and risk assessment
Describe methods for activity defining, activity sequencing, activity duration estimating, schedule development, and schedule control.
Develop and apply Gantt Charts, CPM and PERT techniques to project management.

Solution Preview

The response addresses the queries posted in 1663 words with references.

//Above, we discussed about the objective and importance of training. Now, we will discuss about the schedule for training for managing the Marketing and CRM team, to make the project successful.//

Schedule for training

S. No. Training task & sub-task Start date End date

1 Customer relationship management system 05/01/2008 05/05/2008

2 Capture & Track Customer Requests 05/01/2008 05/01/2008

3 Manage Tasks & Workflow 05/02/2008 05/02/2008

4 Assess Customer Satisfaction 05/03/2008 05/03/2008

5 Provide Timely FAQ Responses & Email Acknowledgements 05/04/2008 05/05/2008

6 Report Performance 05/04/2008 05/05/2008

7 Responding to customer needs for information 05/03/2008 05/05/2008

8 Delivering a high quality customer experience (National weather service, CRM, 2008). 05/04/2008 05/05/2008

9 Sales 05/06/2008 05/09/2008

10 Developing Relationships and Managing Accounts 05/06/2008 05/06/2008

11 Major Account Penetration 05/07/2008 05/07/2008

12 Major Account Selling Skills 05/07/2008 05/08/2008

13 Sales Management 05/08/2008 05/08/2008

14 Sales Starters 05/08/2008 05/09/2008

15 Selling Professional Services 05/06/2008 05/07/2008

16 Telephone Technique 05/07/2008 05/09/2008

17 Writing Proposals (Boost your sales performance, 2008). 05/09/2008 05/09/2008

18 Sales force 05/09/2008 05/12/2008

19 Analytics 05/09/2008 05/10/2008

20 Sales Force Automation 05/09/2008 05/10/2008

21 Custom Applications 05/10/2008 05/11/2008

22 Marketing Automation 05/10/2008 05/11/2008

23 Customer Service & Support (CRM's Top Business Models are in High Demand, 2008). 05/11/2008 05/12/2008

24 Analytical CRM 05/06/2008 05/10/2008

25 Analysis of customer data 05/06/2008 05/06/2008

26 Design and execution of targeted marketing campaign 05/06/2008 05/07/2008

27 Design and execution of specific customer campaigns 05/07/2008 05/08/2008

28 Analysis of customer behavior 05/08/2008 05/09/2008

29 Management decisions 05/09/2008 05/10/2008

30 Operational CRM 05/11/2008 05/14/2008

31 Managing Campaigns 05/11/2008 05/12/2008

32 Business Modeling Customer Relationship Strategy, Goals and outcomes 05/12/2008 05/13/2008

33 Learning and Competency Management Systems 05/13/2008 05/14/2008

34 Information technology 05/04/2008 05/09/2008

35 Getting started fast 05/04/2008 05/05/2008

36 Addressing all customer touch points 05/05/2008 05/06/2008

37 Establishing realistic expectations and metrics 05/06/2008 05/07/2008

38 Translating your CRM objectives 05/07/2008 05/08/2008

39 Designing integrated customer databases and infrastructure 05/08/2008 05/09/2008

40 Understanding the crucial interactions between the technical and management aspects of CRM (Simon). 05/09/2008 05/09/2008

//After discussing about the schedule for training, we will discuss about the activities involved in the training program. It will comprise of the head of training speech, distribution of ...

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